So frustrating': How to complain about your airline and why the rules may change

Ottawa promising bill of rights to help protect air passengers

Frigid temperatures in January forced Toronto's Pearson airport to call a one-day 'ground stop,' which prevented domestic flights from landing at Canada's largest airport. The resulting delays left many passengers waiting hours for flights. (David Donnelly/CBC)

527 shares

Facebook

Twitter

Reddit

Google

Share

Email

Sophia HarrisBusiness reporter sophia.harris@cbc.ca

Sophia Harris has worked as a CBC video journalist across the country, covering everything from the start of the annual lobster fishery in Yarmouth, N.S., to potash prices in Saskatchewan. She now has found a good home at the business unit in Toronto where she produces for national TV news and writes and shoots and edits video for CBC.ca. Twitter: @sophiaharrisCBC

Morris discovered the mistake on the last day of their vacation. He says he and his wife had to scramble because their new flight left about two hours earlier. It also included a stop-over, adding three and a half hours to the trip.

"It was devastating. We were pulled out of our vacation and sent to Calgary which I didn't want to go to."

They couldn't switch to the direct flight they held tickets for because it was full.

Morris complained to WestJet that he wanted compensation that the airline offers to passengers bumped from overbooked flights — about $650 cash at the time.

Frank Morris in South Hampton, Ont believes he deserves more compensation from WestJet because he couldn't take the return flight listed on his ticket. (Frank Morris)

WestJet turned him down, saying he had to take a different flight due to a booking error, not because of bumping. The airline offered the couple $350 each for future flights on WestJet.

"We feel this final offer of compensation is fair," wrote the airline in an email to Morris.

Morris disagreed. "I don't care how they did it, I had a confirmed ticket."

So Morris submitted a complaint to the CTA.

But the CTA agent sided with WestJet and told him the complaint would be "closed."

No. 3: Take it higher

But at this point, Morris' case is technically not closed. The CTA later told CBC News that "closed" meant the agency could do nothing further for him at the facilitation stage.

Dissatisfied complainants can next opt for mediation to resolve the matter. And if that doesn't work, the agency offers a court-like adjudication process.

But Morris says he's already fed up with Canada's complaints system and intends to take his case to small claims court.

"People shouldn't have to go through what I'm going through. And I'm not finished."

Ottawa says its bill of rights for air passengers will ensure they are 'protected by rules that are both fair and clear.'

The CTA told CBC News in an email that "Canada's airlines are among the best in the world." CTA also said its complaints system works well and that the agency "is working hard to make it even better."

But both Morris and Bornstein want to see a clear set of regulations for airlines that would prevent disgruntled passengers from having to fight their own battles.

The federal government is promising something on this front. But Halifax-based air passenger rights advocate, Gabor Lukacs cautions that set regulations don't guarantee a turbulence-free system.

He believes the government also needs to step up and police the airlines. Otherwise, "even the best bill of rights will remain toothless," he says.​

About Me

We are a professional couple from Canada. We have travelled extensively in the Carribean, Central America and Europe. We are now embarking on more challenging journeys, beginning with Vietnam, Laos, and Cambodia. However we are not back packers and like to enjoy at least a 3 or 4 star accommodation. You will see that our Vietnam trip achieved that goal. We seek new food experiences and an understanding of local cultures. NOW we are off to explore Portugal this time with the whole family!
We have also added our adventures in Sicily, Barcelona, Dubai, Croatia and Lake Como!